Aifanfan IM 客户服务应用程序 by Baidu Online Network Technology Beijing is a highly esteemed winner of the very prestigious 2023 A' Design Award 铁奖 in 信息技术设计 Competition Category.
铁信息技术· 2023
Aifanfan IM 客户服务应用程序
by Baidu Online Network Technology Beijing
Client: Baidu Online Network Technology. Beijing
A' Design Award 铁奖 Winner in 信息技术 Category
Verified Award Winner
Verify Award Status for #144072The Design
About Aifanfan IM 客户服务应用程序
爱番番IM是一款用于在线售后支持的智能客服应用。该应用提供输入辅助、流程优化以及AI助手,以简化客服人员与消费者之间的双向沟通。支持摄像头与语音在内的多模态输入,可识别外语和方言,从而降低输入门槛。AI助手实时分析对话文本中的情绪因素,并推荐快捷回复内容。应用综合运用了语音识别、图像识别和自然语言处理技术。
The Recognition
About the A' Design Award 铁奖
Aifanfan IM 客户服务应用程序是 A' Design Award 铁奖得主，这是授予满足人们对设计精良的创作所期待的专业与工业要求的优良设计的声望认可。铁奖得主展现出其创作者的高超技艺、高度专业化、专家级的理解力和创造能力。预计Aifanfan IM 客户服务应用程序将成为一件备受推崇、令人钦佩且被珍爱的创作，既实用又创新。这件赢得 A' Design Award 铁奖的设计整合了行业最佳实践，并拥有与专业知识和才华相结合的称职技术特性。Aifanfan IM 客户服务应用程序因其严谨而受到尊重，旨在提供有助于让世界变得更美好的生活品质改善。
Behind the Design
Press Kit
Credits, team members and technical details provided by the designer.
- Unique Properties
- A smart customer service system with a series of optimization tools for customer service and consumers, such as input assistance, process optimization, and AI assistant, aiming to simplify the two-way communication process of both ends, provides more reliable security and protection, and supports multi-device and multi-scenario input switching, making the communication process easier and more convenient.
- Tags
- Customer service system, Program, Online customer service, After-sales service, AI technology
- Production Technology
- It uses the leading AI technologies of Baidu, such as speech recognition, image recognition, and natural language processing.
- Design Challenge
- The challenge in this project research is to optimize the two-end process. In the design process, it is necessary to balance the two-way needs of customer service and users, so that the process optimization of one end does not impose burden on the other. Therefore, the application is developed based on the pain points of users and customer service through various investigation methods.
- Research
- The application is developed through conducting questionnaire survey by the design team based on a multi software customer service system, collecting objective problems with the current intelligent customer service system, and analyzing user sentiment, usage scenarios and current design trends.
- Inspiration
- As online service platforms develop, the growth of online customer service has been achieved. However, due to the digitalization, many users who are not familiar with smart devices face problems in online communication, making it hard to obtain good after sales service. The complex flow of data and information and text descriptions cause problems to customer service. The application aims to meet the needs of both ends, lower the threshold, and improve service efficiency and user satisfaction.
- Project Duration
- The project was designed and developed in Beijing in April 2021 and went live in China in October 2021
- Operation Flow
- Multi modal input methods, including camera and voice input, can recognize foreign languages and dialects to lower the input threshold. Users can search for corresponding keywords or key words through communication aids to better understand the meaning of sentences while talking. The equipped AI assistant can analyze the emotional factors in the dialogue text in real time, generate response statements, and recommend quick response content to users.
- Team Members
- Yuan Lu
Fengyang Wang
Yujie Shi
Yi Liao
Nuo Xu
Liying Li
Li Liu
Xue Luan
Tian Xie
Lu Gan
Yanyan Wei
Jingjing Luo
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